Service Delivery Manager

The Service Delivery Manager oversees key functions that enable the delivery of a high quality service to clients, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires to establish and manage expectations within the business and drive the team to achieve those expectations to a high standard for the given account.

Principal Duties and Responsibilities

• Contribute directly to the strategy, development and quality of IT Service Management and the companys service delivery capability.
• Own specific IT Services and ensure their effective delivery, management and improvement to meet company and client needs.
• Active driver of the underlying operations process and infrastructure, directs continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
• Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.
• Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
• Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance

Education and Qualification

• Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field

Experience

• 15+ years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.

• Minimum 10 year of experience in managing Manage Services Projects.

Special Skills

• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Expert knowledge of ITIL disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Willingness to support and mentor junior staff
• Knowledge about ISO 27001:2013, ISO 27017 and ISO 22301 standards
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadline
• Able to manage sensitive and sometimes confidential information